Retail Service Quality Scale

What it measures

A retail-specific service quality scale addressing SERVQUAL's limitations in retail contexts. Captures five dimensions including Policy (quality merchandise, convenient hours) and Problem Solving (complaint handling) unique to retail settings. Foundational to retail management research and widely used across supermarkets, fashion retail, and department stores.

Representative items

• This store has modern-looking equipment and fixtures. (Physical)
• This store provides its services at the time it promises to. (Reliability)
• Employees have the knowledge to answer customer questions. (Personal Interaction)
• This store willingly handles returns and exchanges. (Problem Solving)
• This store offers high quality merchandise. (Policy)

Citation

Dabholkar, P.A., Thorpe, D.I., & Rentz, J.O. (1996). A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3–16.